Shipping Policy
Overview
Nova offers free shipping for eligible orders placed through our website. This Shipping Policy explains our normal handling procedures, delivery estimates, address responsibilities, and delay rules for orders containing grocery and household products, including fresh food, beverages, snacks, daily essentials, personal care items, and home cleaning supplies.
We are committed to delivering your orders reliably and in a timely manner. This policy does not affect your statutory rights under UK law.
Order Processing Time
Orders are normally reviewed, packed, and prepared within 1–2 business days after order confirmation. Processing may take longer during peak periods, holidays, payment reviews, inventory checks, address verification, severe weather, or other events outside normal operations. In the event of significant delays, we will notify you promptly.
Delivery Time
After your order leaves our fulfilment process, estimated transit time is usually 2–4 business days. Please note that delivery estimates are not guaranteed, as carriers may experience route changes, weather events, service disruptions, high-volume periods, or scanning delays.
Under the Consumer Rights Act 2015, unless we have agreed a different delivery time with you, we must deliver the goods without undue delay and, in any event, no later than 30 days after the day on which the contract is entered into. If we fail to deliver within this timeframe, you may have the right to cancel the contract and receive a full refund.
Free Shipping
Free shipping applies to eligible orders as shown at checkout. If you request a special service, expedited shipment, address correction, return shipment, or any non-standard delivery action, additional costs may apply. Any such charges will be communicated to you before fulfilment.
Shipping Address Accuracy
You are responsible for providing a complete and accurate shipping address, email address, and phone number when placing an order. We are not liable for delays, failed delivery, returned packages, or lost packages caused by incomplete, incorrect, inaccessible, or outdated address information supplied by you.
If you realise you have entered an incorrect address after placing your order, please contact us immediately. We will do our best to update the address before dispatch, but we cannot guarantee changes once the order has been processed.
Tracking and Delivery
When tracking is available, tracking information will be sent to you after fulfilment. Please allow up to 24–48 hours for carrier tracking status to update after the label is created.
Important: Under the Consumer Rights Act 2015, the seller remains responsible for the goods until they come into your physical possession. If a package is marked as "delivered" by the carrier but you have not received it, please contact us promptly and we will investigate with the carrier.
Lost, Delayed, or Damaged Packages
If your package appears lost, is significantly delayed, or arrives damaged, please contact us promptly with your order number and any relevant carrier information. For damaged items, please keep the item and its packaging and provide clear photos so we can review the issue under our Refund Policy.
If we fail to deliver the goods in accordance with the required timeframe, you may:
- Treat the contract as at an end and receive a full refund without undue delay, or
- Specify a new reasonable period for delivery
This does not prevent you from seeking other remedies available to you under UK law.
Shipping Restrictions
Some addresses, regions, products, or delivery methods may be unavailable. We currently ship to addresses within the United Kingdom. We may cancel or modify an order if shipping cannot be completed safely, legally, or commercially using available carriers.
We do not deliver to PO Boxes, military addresses, or certain remote locations. If you are unsure whether we deliver to your address, please contact us before placing your order.
Your Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days from the day you take physical possession of the goods. If you wish to cancel, you must inform us of your decision within this period.
You will be responsible for the cost of returning the goods unless we have agreed to cover these costs. We will reimburse all payments received from you, including standard delivery costs, within 14 days of being informed of your cancellation.
For more information on returns and cancellations, please see our Refund Policy.
Contact for Policy Questions
If you have any questions about this policy or your order, please contact us through the details below. For order-related enquiries, please include your order number to help us assist you more quickly.
- Website: nova-2.shop (will be updated to our new Nova domain soon)
- Email: support@nova-2.shop
- Mailing Address: 47 Otter Way, West Drayton, UB7 8FA, United Kingdom
- Phone: +44 7724948306